Front Desk Manager 前台经理

Main Complexity/Critical Issues in the Job主要复杂/关键工作事项
1.Conducts daily pre-shift briefings to talents on room occupancy, arrival and departures, functions/ event and special attention that is needed.
组织每天所在班次的例会，宣布每天的住房率、到店客人、离店客人、发生的各种事件或活动以及需要特别注意的事件。
2.Responsible for guide the Front Desk team to complete daily up selling and ALL member enrollment target.
负责指导前台团队完成前台房间销售升级和雅高心悦界会员招募计划的每日目标。
3.Ensures that all Front office Policies and Procedures are adhered follow up by every section.
确保前厅部各分部门都严格执行各项政策与程序
4.Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation.
通过交班会、日志、电子邮件和部门运营会议等形式，为各个班次和运营提供相关信息。
5.Understands SOP and PNP of other operation departments to oversee the hotel operation during absence of hotel management team.
理解并掌握其他运营部门的操作程序与规章制度以便在酒店管理层不在的情况下监督其他部门的运营。
6.Well patrol lobby, monitor all service in lobby within standard and polite way.
良好管理大堂区域，确保所有服务按照服务标准并礼貌有序。
7.Master all emergency procedures and well handle crisis management.
掌握各种应急程序，有效进行各种危机处理。
8.Management of the guest service experience / personalization.
确保个性化服务以提升客人体验。
9.Professional to handle guest complaints and record.
专业的处理宾客投诉并记录汇报。
10.Maintain the close relationship with guest and ensure the guest is satisfied consistently.
维护与客人之间亲近的关系，确保客人始终如一的满意。
Knowledge and Experience知识和经验
Diploma or Degree preferably in hospitality or related field
酒店管理或相关专业的本科或专科学历
Minimum two (2) years relevant experience in a similar position in a renown international hotel brand
在知名国际酒店内从事至少两年类似岗位的经验
PMS and Office software knowledge
熟悉并掌握Opera酒店管理系统和各类办公软件
Excellent oral and written skills in Mandarin and English
优秀的中英文听说读写能力
How to manage guest experience, understands and can use reporting RPS, etc.
了解如何管理宾客体验系统，并可熟练使用报表工具对其进行分析